Scott Netter
Ann Arbor,US
Summary
Over 10 Years of experience in computer information systems and customer service experience. Tech-savvy professional well-versed in providing technical support, troubleshooting hardware and software issues, and resolving technical issues. Skilled in providing customer service and training, with excellent problem-solving and interpersonal skills. Experienced in quickly and accurately identifying and resolving technical issues, with a strong commitment to customer satisfaction.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
2021
2021
years of professional experience
Work History
Senior Help Desk Technician
Eotech
Ann Arbor, MI
10.2014 - 12.2020
- Senior help desk support over 400 end users locally or remotely
- Build Zendesk company webpage and demo videos of troubleshooting and FAQ's
- Encrypt all workstations and accessories under government regulations national and international
- Attend and coordinate meetings locally and travel to other sites when needed to be our representative
- Administrate help desk tickets and complete in a timely fashion
- Frequently updating status and notifying customers
- Administrate with Active Directory and assign DHCP, STATIC IP addresses and IP POOLS to clients
- Repairing workstations and shipping out hardware
- Budget IT expenses and prepare for SOX auditing.
- Implemented backup strategies to recover data in case of hardware or software failure.
Corporate Senior Help Desk Support
L3 HARRIS
- Help desk support in multiple states in the US and International
- Used Bomgar to assist clients
- IBM BIGFIX administrator to distribute security patches and critical updates to hundreds of workstations
- Travel to other L3 Harris facilities in the USA for cross training when needed
- Information Technology
- Dominoes Headquarters
- Server Upgrades
- In-place Conversions, XP software to Windows 7
- Storing data from each store on clouds and regaining loss information
- Creating Host and domains within each store
- Getting Printers and Receipt printers properly running
- Completing terminal server licensing for the stores
- In charge of getting Dominoes' stores around the US back in business when internal systems failed
- Operate Telephone switchboard to answer, screen and forward calls, providing information, taking messages and scheduling appointments for repairs
- Experience with IP Address, Pings, virtual machine to access stores and get businesses back up in running efficiently
- Assisting Store owners in troubleshooting steps to resolve store technical issues.
Geek Squad Assistant/Home Theater
Geek Squad
- Medal for accomplishment
- Assisting Customers and using problem solving skills to create peaceful outcomes
- Investigating into common problems and inspecting product failures
- Assist with hard drive failures and transferring data over to a new device
- Set up appointments and help agents with installation of equipment for customers
- Assist agents with TV setup, mounting service speaker wire run etc
- Sell Geek Squad Coverage and explain the benefits of the service
- Versatility in helping in many departments within the store
- Very High Attendance Rating and Customer Feedback Rating
- Home Theater Department Experience
CSR
Comcast
- Selling Comcast services and resolving hostile issues
- Assisting installers with in home installments of service
- Employee of the month 3 consecutive times
- Troubleshooting over phone to help customers work equipment
Education
Completed Coursework Towards In Certification - Active Directory
New Horizons Computer Learning
USCompleted Coursework Towards In Associates - Computer/Science
Wayne Community College
Detroit, Michigan, USCompleted Coursework Towards In Still Attending 1 Year Left - Computer Information Systems
Eastern Michigan University
Ypsilanti, USSkills
- IP Address routing and Image building with Windows MDT
- Computer administration, monitor and troubleshoot over 500 workstations thru Active Directory Administer group policies and encryptions within Domain
- Support Ticket System Management
- Physically Setup Computer equipment for office and production end users, patching network cables and configuring IP phones
- VPN Configurations
- Resolving Technical difficulties and troubleshooting steps with customers in a professional matter all times of the day
- Manage other help desk representatives and coordinate plans
- Windows 98, Windows XP, Windows Vista, Windows 7, Windows 8, Windows 10
- Windows MDT, Windows Server 2008 R2, Windows Server 2016
- Bomgar Help desk, Zendesk Support, IBM BigFix
- Symantec Endpoint, VisualNET, Solid works, Invincea, and more
- Diagnosis and Troubleshooting
- Software Deployment
- Help Desk Support
Timeline
Senior Help Desk Technician
Eotech
10.2014 - 12.2020
CSR
Comcast
Completed Coursework Towards In Certification - Active Directory
New Horizons Computer Learning
Completed Coursework Towards In Still Attending 1 Year Left - Computer Information Systems
Eastern Michigan University
Corporate Senior Help Desk Support
L3 HARRIS
Geek Squad Assistant/Home Theater
Geek Squad
Completed Coursework Towards In Associates - Computer/Science
Wayne Community College